Abstract
This research service looks at market trends, drivers, and restraints for the
North American agent performance optimization (APO) market, with particular
emphasis on Quality Monitoring and Workforce Management applications. It also
provides market size, market share, forecasts and breakdown by size of contact
center and vertical market. Vendor solution offerings and strategies are
analyzed in a competitive framework and considerations for market penetration
and growth are proposed.
Table of Contents
1. NORTH AMERICAN AGENT PERFORMANCE OPTIMIZATION MARKET
Introduction
- Executive Summary
- Scope
- Research and Analysis Methodology
- APO Defined
- Differences From 2006
- Highlights of Growth Trends
- Future Outlook
- Regional Distribution
Quality Monitoring Software
- Market Overview
- Trends
- Breakdown by Size of Contact Center
- Breakdown by Vertical Market
- Market Engineering Measurements
- Industry Challenges
- Market Drivers
- Market Restraints
- Revenue Forecasts
- Competitive Overview and Market Share
Quality Monitoring Vendor Profiles
- Verint Systems
- NICE Systems
- Autonomy
- Envision Telephony
- VPI
- Aspect Software
- HigherGround
Workforce Management Software
- Market Overview
- Trends
- Breakdown by Size of Contact Center
- Breakdown by Vertical Market
- Industry Challenges
- Market Engineering Measurements
- Market Drivers
- Market Restraints
- Revenue Forecasts
- Competitive Overview and Market Share
Workforce Management Software Vendor Profiles
- Aspect Software
- Verint Systems
- NICE Systems
- Calabrio
- Envision Telephony
- Genesys
- GMT Corporation
- Others
Performance Analytics
- Performance Analytics Defined
Performance Analytics Vendor Profiles
- Suite Vendors
- AIM Technologies
- Bay Bridge
- CallMiner
- Enkata
- HardMetrics
- Merced Systems
- Nexidia
- SER
- Upstream Works Software
- UTOPY
Strategic Analysis
- Critical Success Factors
- Strategic Growth Recommendations
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